Customer Service and Support Representative

3 days ago

Fremont, California, United States Avidex Industries LLC Full time
Who we Are:

Avidex stands as a leading force in the audiovisual and IT integration industry, celebrated for delivering cutting-edge solutions to a diverse clientele. Our fundamental principles center on an unwavering commitment to excellence, profound technical expertise, and an entrepreneurial spirit that defines our unique identity.

In our continuous journey of expansion, we are actively seeking an exceptionally skilled Customer Service and Support Representative - II  to play a pivotal role within our Service team. This critical position is perfect for individuals who are well-organized, personable, responsible, adept at multitasking, detail-oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.

What we Offer: Competitive compensation planFull medical, dental and vision benefits 401(k) with employer match120 hours of PTO (accrued)10 paid holidays.8 hours to volunteer on your favorite cause Tuition reimbursementCareer and personal development opportunities
Position Overview:

The Customer Service and Support Representative - II is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices.

Requirements

High School Diploma or GED
  • Associate degree is preferred 
  • 2+ years in a Help Desk support position or a similar job role
  • An AVIXA CTS certification is preferred
  • Good computer skills including proficiency using Microsoft Office and a PDF editor are required 
  • Customer relationship management (CRM) and service ticketing software experience preferred 
  • Must possess good customer service, problem-solving, and time-management skills, and be able to prioritize and organize workloads for effective implementation
  • Must be able to work successfully in a fast-paced and multitasking environment 
  • Must have good verbal, written, and listening communication skills
  • Must be able to effectively oversee stressful situations in a calm and professional manner
  • This position is designated as on-site. Reasonable accommodations will be provided as required by law.Responsibilities
  • Represent our company values while providing our customers with Help Desk support 
  • Provide Help Desk support per department process workflow and management
  • Provide case management including opening, notating, tracking, updating, and reporting on service tickets and work orders
  • Assure parts and equipment repairs are processed accurately and in a timely manner 
  • Coordinate with vendors for orders, repairs, RMAs, and return status
  • Facilitate subcontractor estimates, quotes, purchase order requests, and invoice processing
  • Review and submit sub-contractor invoices to management for approval
  • Process equipment returns and assist with advanced replacements 
  • Escalate all unresolved repair problems to management 

Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination, harassment, and where all employees are treated with respect and dignity. We believe that diverse perspectives enhance our organization and contribute to innovation, collaboration, and overall success.

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